eCommerce Customer Experience Manager, WW CSO

Summary

Posted:Apr 18, 2025

Weekly Hours:40

Role Number:200597756

Imagine what you could do here. The people here at Apple don’t just create products — they create the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry- leading environmental efforts. Join Apple and help us leave the world better than we found it. Apple’s Worldwide Channel Strategy & Operations (WW CSO) organization focuses on developing and deploying worldwide sales programs and best practices to deliver an extraordinary customer experience in the channel and drive Apple Channel sales. With deep functional expertise in digital, physical, and people enablement spaces, our WW CSO team closely collaborates with many cross-functional groups at worldwide and regional levels. We are looking for a dynamic and entrepreneurial eCommerce Customer Experience (CX) Manager to join our global team. This role will be instrumental in shaping and driving our Digital Channel strategy across global marketplaces, using digital merchandising skills, data analytics and a customer-first approach. The ideal candidate is proactive, data-driven and passionate about eCommerce, with the ability to navigate a fast-paced and evolving environment.

Description

In this role, you will: – Lead the global CX strategy across marketplaces, ensuring a seamless and optimized customer experience that aligns with Apple’s high standards. – Collaborate with internal teams (including WW Product Marketing, WW Marcom and in-country e-commerce leaders) to implement tested strategies that enhance Marketplaces customer engagement and drive sales growth. – Execute a WW Marketplaces CX roadmap, including A/B testing, technical improvements, and marketplace program launches to continuously improve the digital shopping journey and results. – Use data-driven insights from web analytics, industry trends and customer behavior to inform decision-making and optimize the online customer experience. – Drive innovation by developing cases and proof of concepts that demonstrate the return on investment of CX initiatives and unlock opportunities for growth.

Minimum Qualifications

• Typically 8+ years experience in eCommerce, CX, Marketplace sales
• Hands-on experience with one or more Marketplaces, such as Amazon, JD.com, Flipkart, Coupang, etc.
• A strategic problem solver with experience in eCommerce, digital merchandising, or customer experience management
• Analytical and meticulous, with a strong ability to translate data into actionable strategies
• A team player who excels in cross-functional collaboration and stakeholder management
• Proficient in Excel and Keynote

Preferred Qualifications

• Passionate about innovation, customer experience, and digital transformation
• Exceptional verbal and written communication skills
• Master’s degree or MBA in a business field preferred